ComplaintsforHomes By Keystone, Inc

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  After months of arguing with Keystone with prior issues of them not wanting to fix our repairs, the first week of September 2022 we had first tried to contact Keystone again to do repairs before our warranty expired, we got no answer. Called again September 19th, no answer had to leave another message. Called again October 3rd, nobody answered, that same day I went down to the office and got a form to fill out (New ********************* Request). I was told they were very busy and would get back to me. October 6th I turned the form in of everything that needed repaired. A week later I called for an update and more issues including lights not working in my house, never heard anything back, another week passed I went down to the office and was told to send an email including a copy of the service request and any new issues. Also attached my phone number so they could contact me. (November 8th) On November 22nd I had went back down to the office because I had yet to hear anything back from them. November 30th they finally came down to fix the issues, when we saw the finished product it was very unsatisfactory and unacceptable. I would like it to be done with acceptable workmanship.

  Business response

  12/05/2022

  **** ***** and **** ********* home was completed on November ** ****. The home includes a one year warranty on any defects. See attached repair records. They are dated *** ****** ***** ***** ******. Most of them have been drywall issues. We have had our best drywall finishers to their home on multiple occasions to fix these issues. Homes By Keystone, Inc. is not trying to get out of fixing these issues but at what point, every other month, is enough. Of the customer's provided photos, it's 5 spots. Several photos are duplicates from different angles. Homes by Keystone Inc. will make one more attempt to do these repairs to the satisfaction of the customer.

  Customer response

  12/21/2022

  
   Complaint: ********
  
  I am rejecting this response because:
  
  First I would like to apologize again for missing the email I wasn’t even sure it submitted and after seeing the email, 10 days has passed and it automatically closed. I also would like to say I believe a lot of the issues such as poor workmanship, lack of communication, and lack of customer service is due to the sale of Keystone Homes and their lack of interest to resolve issues from previous owners. I truly believe they basically gave up on their customers, and was more focused on their future endeavors.
      Over the course of the last year there has been several different issues like foundation leaking, bathtub leaking, electrical issues, and drywall issues. All have been corrected with the exception of the drywall issues. The drywall issues was a lot worse but 75% of it was fixed by an employee to satisfactory conditions. The last two attempts of repairing the remaining areas were done by different employees. 
      The issue we are still having with our finished drywall repairs is the quality of workmanship. In this last attempt of fixing the issue, the two employees Keystone sent actually made the issue worse. I am concerned that their response of trying to fix it one more time will result in the same outcome. I believe after multiple attempts and unsatisfactory workmanship by Keystone Homes a professional Drywall contractor should fix the issues and Keystone should pay for the repairs. 
       I have attached some photos of the issues we have had over the last year. “Remember this was a new home that they thought was acceptable to hand over.” In closing as you can see in the attached photos the quality of work isn’t close to what would be expected from a professional business. We feel that after purchasing a new house, we deserve workmanship you would expect for a new home. Any help in resolving this matter is greatly appreciated. 
  Regards,
  
  **** ********  
  
  
  
  
  
  
  
  

  Business response

  12/22/2022

  Attached is a copy of the Residential Warranty the homeowners received. This warranty clearly states a 1-year warranty on drywall cracks. Not to mention we have been back numerous times to try and satisfy these folks. 

  Customer response

  12/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Keystone’s response about a one year warranty for cracks in the drywall is unacceptable, the reason being is over the course of a year there was dozens of phone calls and personal visits by us that went unanswered. We were also informed that they were told not to respond/answer our problems and concerns. They avoided us and the way they handled it showed true lack of professionalism. Finally on October 3rd we personally met with *** ****** and was guaranteed and assured the problem would be resolved and not to worry they would extend the warranty because they were extremely busy over the past few months. I truly believe the fact that they knew they were selling the business had played a large role in this. On top of the cracks in the drywall there was other issues, I have already attached photos in previous emails. The quality and appearance of the finished drywall in multiple areas was seen by many and all acknowledged it was unacceptable work. As stated before the issues went well beyond just drywall issues, we had plumbing issues, electrical issues, basement leaking, missed paint on walls/ceilings, sewer lines/water lines interfering with floor joist, and the drywall cracks that can easily be seen. Again our last unresolved issue with the purchase and satisfaction of this home is the quality and workmanship in the drywall areas mentioned before. If Keystone Homes believes this is acceptable work they clearly need help understanding what is acceptable in drywall standards. Being a first time home buyer the frustration we went thru over the course of a year dealing with customer service from Keystone was horrible and unprofessional. We were told by Keystone that the lack of workers played a big part in the delays of getting things fixed. In closing not sure what the answer is with getting the issue resolved but I believe that bringing in a professional 3rd party to correct the issues at Keystones cost is the best answer. Reason being simple because Keystone failed at multiple attempts. 
  
  Regards,
  
  **** ********  
  
  
  
  
  
  
  
  

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